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Customer Service Sales

Miami Beach, FL
March 21, 2018

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Mariana Duque

Mobile: 786-***-****


Bilingual, enthusiastic and goal-driven professional in the printing, marketing, FMCG, and restaurant industry with experience in the general, Hispanic, and Latin American market. Customer-oriented individual to effectively meet client needs and with demonstrated record of delivering marketing, branding, advertising, and promotional campaigns; maintaining a deep understanding of industry trends.

Broad knowledge of digital marketing, communications and customer service strategies, being a professional who effectively interacts with internal and external teams, foster relationships and getting results.

Committed person with strong analytical and organizational abilities, who brings entrepreneurial energy, effective communication, and positive attitude to the workplace to quickly scale and iterate on solutions. Quick learner, multitask and self-motivated individual who uses to think outside the box to maximize contributions and success on a particular project and as a team as a whole. Outstanding interpersonal skills that lead to excellent results while collaborating with high-performance teams and organizing events.

As an enthusiastic team player with solid work-ethic, operational and communication skills, I strive to make valuable contributions to companies where I can find gratifying growing along with the organization. Specialties: Project Management, Strategic Planning, Accounting, Marketing, Digital Strategy, Social Media, Customer Service.

Higher Education:

Bachelors in Social Communication and Journalism - Universidad Pontificia Bolivariana Graduated: April 2013 – Medellín - Colombia

Further Studies: Consultative Sales Process Certificate - 2014 Marketing for beginners Certificate - 2014

Life Coaching – 2012

Coaching for Women – 2012

Organizational Coaching - 2011

Professional Experience:

Lemon Tree Media May 2017- Present

Account Manager

Lemon Tree Media is a digital marketing company that offers innovative digital strategies for increasing your sales and improving your company branding through digital media. Primary responsible for developing marketing strategies and business development with a focus on the US Hispanic and the Latin American and Caribbean market. Create long-term, trusting relationships with company’s customers.

References Furnished Upon Request

Act as the lead point of contact for address client queries, identifying new business opportunities among existing customers to meet sales quotas.

In charge of meeting customer needs by presenting and selling marketing packages.

Supervise customer account management, including negotiating contracts and agreements to maximize profit.

Develop strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports. Also, liaise with cross-functional internal teams to improve the entire customer experience.

Ensure the timely and successful delivery of company ́s solutions according to customer needs and objectives.

Forecast and track key account metrics including monthly/quarterly sales results and annual forecasts.

Promote company’s online marketing tools among clients and via social media platforms. All2impress, LLC Jan– May 2017

Marketing and Operations Manager

All2Impress, LLC provides printing solutions for companies and events. The company specializes in large format and digital printing, impactful banners, stands, displays, showrooms, mall barricades, among others.

Main accountable for designing and implementing marketing strategies, elaborating marketing materials with a focus on getting new customers and increasing sales.

Conduct all marketing and promotional materials for company’s commercial projects.

Oversee company’s merchandising process, following corporate guidelines.

Manage events, coordinating logistics and supporting the elaboration of brand materials.

Coordinate all commercial, promotional and merchandising plans. El Cielo Restaurant May – Dec 2016


El Cielo Restaurant is a modern restaurant, inspired by the molecular gastronomy movement and Latin American roots. It is one of the Latin America's 50 Best Restaurants list.

Drove a 20% custom satisfaction increase through the development of various client experience training programs for the staff.

Supervised a team of cooks and waitresses to ensure an on-time food delivery and performed a food control to guarantee the highest quality standards of the ingredients.

Performed several accounting processes including invoicing and payment process.

Managed multiple corporate events at the restaurant, ensuring maximum satisfaction for clients. References Furnished Upon Request

SACO Corp February – April 2016

Project Manager Customer Service

Implement new process to ensure customer's satisfaction after complains or product returns

Create strategies to increase loyalty between the company and customers resulting in many more client recommendations.

Start a new technique to follow up between clients and returns, resulting in higher customer satisfaction

Lead product return process by tracking the cycle from beginning to end. Prestigio Formación Ejecutiva April 2013 - September 2014 Service Unit Analyst

Manage and support Service Unit's processes in different activities and marketing plans, services, operations and logistics performed by the company.

Submitting the recommendations and proposals that could improve, facilitate, clarify or regularize the fulfillment of our promise of value and customer satisfaction.

Supporting the development and implementation of a customer information system which classifies customers, support the launch and definition of new products, business strategies and relationships.

Assisting the structuring and implementation of the customer information system that integrates the marketing, sales and service processes automation.

Checking and regularly maintaining the implementation and compliance of marketing, communications and customer service projects before the Service Unit and other areas of the Company.

Leading internal and external communications with current and future customers. In addition, website’s managing and content creation.

Supporting the operability of the events in Peru, Mexico and Medellin. Grupo Nutresa S.A

Communication and Change Management Practitioner July 2012 – January 2013 References Furnished Upon Request

Supporting the implementation of communication strategies and managing of media and communication spaces seeking to demonstrate the unity and identity of Commercial Nutresa's culture.

Securing, from the communications enabler, the proper implementation of actions defined on the change’s agenda in the projects that require it.

Assisting the Communications Bureo in internal consulting of functional areas of the Regional on issues related to their strategic communication and endo marketing projects, ensuring alignment with the company's vision and business strategy.

Ensure proper use of the brand, image and organizational style in internal and external audiences, in order to consolidate the identity of the Company. Skills

Social Media Account Management

Digital Marketing Sales Strategies

Negotiation Interpersonal Skills

Build Relationships Customer Approach

Data Analysis Quickbooks

Microsoft Lotus notes

Languages: Fluent in English and Spanish

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